Macro 4 technology will provide email and self-service access to approximately 1.4 million new documents per month whilst enhancing the customer experience
Crawley, UK, June 7, 2022 – Wolseley, the leading provider of plumbing, heating and cooling products, with 500 branches across the UK, plans to encourage all its customers to switch to e-Bill this year thanks to a new one-stop solution introduced implemented in partnership with Macro 4, division. of UNICOM® Global. The new system provides comprehensive self-service facilities and an enhanced customer experience.
Already within six months, 14,500 customers who have been using Wolseley’s older third – party eBilling service have switched to the new Macro 4 system. The goal over the next 12 months is to digitally switch the rest of its paper-based billing customers.
“We provide approximately 1.4 million invoicing and proof of delivery (POD) documents to our customers each month,” said Roger Connett, CTO at Wolseley. “It is generally much more efficient to make this information available digitally than on paper, and of course there is a huge cost and environmental benefit. Macro 4 has helped us show customers that it’s a better alternative by making the eBilling process unrestricted and a pleasure to use. ”
Wolseley had previously outsourced its eBill to a third party document management company. However, only about a third of invoices were sent electronically and it was difficult to transfer more customers. It was felt that a more user-friendly service that would offer better functionality for customers would encourage adoption.
Part of the issue was that only outstanding invoices could be viewed online through self – service and these even left the system once paid. PODs were not available online at all, which was not helpful for customers who wished to keep track of their finances.
The limited self-service also resulted in staff in Wolseley branches spending considerable time and effort handling customer requests by email and paper copies of documents – especially PODs.
The new e Billing solution is based on Columbus Macro 4 enterprise information management software. It is designed to be simple and easy to use with an enhanced customer experience and an easy-to-use registration process to encourage adoption.
Customers can sign up for the eBill billing service, which is Wolseley branded eDocuments (eDocs) on the Wolseley website: www.wolseley.co.uk. They can choose to automatically email their documents on a daily, weekly or monthly basis and also have access to a self-service portal on the Wolseley site where they can view all their invoices, credit notes, statements and PODs for the past seven years. .
“Many customers have commented on the ease of use of the new system, as well as the convenience of viewing corresponding invoices and PODs in one place,” said Roger. “The overall customer experience has greatly improved.”
New customers are automatically registered for paperless billing and Wolseley is confident that the company has the technology and systems in place to achieve its paperless digital transformation goal with enhanced functionality and experience providing a Macro 4 solution.
Jim Allum, Director, Commercial and Technical at Macro 4, said, “To give its customers a strong digital switchover, we have worked with Wolseley to create a next generation eB Billing system designed to fill service gaps. and provides a complete experience that facilitates doing business with Wolseley. ”
As more customers sign up, Wolseley expects to take full advantage of going digital, including savings on paper and postage and reduced carbon footprint. The company also expects fewer payment delays and better cash flow if customers can access documents online.
Wolseley launches new one-stop e-Billing system to provide customers with a seamless digital experience –
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